Infrastructure and End User Technology Operate support - Voice

Position Summary

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Infrastructure and End User Technology Operate support - Voice, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you'll do/Responsibilities

• Administer and support enterprise voice systems, such as VoIP, SIP, call routing, contact center, and unified communications platforms
• Manage configuration changes, moves/adds/changes, and troubleshooting for telephony services
• Monitor system performance, availability, and service quality; identify and resolve incidents and recurring issues
• Support voice migrations, upgrades, and modernization initiatives
• Coordinate with telecom carriers, vendors, and internal support teams to resolve service issues
• Maintain documentation, including standard operating procedures, configuration records, and network/voice diagrams
• Perform root cause analysis for outages and service degradations
• Support number management, call routing, voicemail, hunt groups, and endpoint provisioning
• Ensure compliance with operational standards, security requirements, and changing management procedures
• Collaborate with infrastructure, network, security, and service desk teams to deliver stable voice services
• Participate in on-call or escalation support as needed
• Experience with platforms such as Cisco Unified Communications Manager, Avaya, Microsoft Teams Phone, Zoom Phone, Genesys, NICE, or similar
• Experience supporting contact center environments
• Familiarity with network fundamentals, QoS, DNS, DHCP, and firewall considerations for voice traffic
• ITIL certification or service management experience
• Experience in large, complex enterprise environments

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Mhttps://my.dnet.deloitte.com/eticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

• 3+ years of experience in voice/telecom administration or unified communications support
• Hands-on experience with enterprise voice platforms and telephony troubleshooting
• Knowledge of SIP, VoIP, call flows, PBX systems, and telecom carrier operations
• Experience with incident management, change management, and problem management processes
• Strong documentation and communication skills
• Ability to work across technical and business stakeholder groups
• 3+ years of relevant experience in network administration and enterprise network support
• Have industry certifications on Voice Skills
• 3+ years of strong analytical, troubleshooting, and communication skills.
• 3+ years of experience working in 24x7 production support / enterprise infrastructure support environments are preferred
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
• Limited immigration sponsorship may be available
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve